Problems when try to comment an issue by Email

[Deleted user]

When I try to reply to a comment from the email account, the email bounces and does not add the comment. I need help!

[Angélica Luz]

Hello @[deleted],

Welcome to the Atlassian Community!

Checking the details of your site, I can see that you have two email accounts.

One of your email addresses (the same you are using here in the community) contains a “+df” and the other doesn’t.

Can you please check if the account that has permission on the ticket is the one with “+df”?

What is your role on the ticket? Are you the assignee or a watcher?

Is it happening with other users?

Also, I saw that Jira Service Management was removed from your site, so in case you are replying to a notification from a JSM project, then it’s expected that it will be bounced back because when a product is removed from the site, the project is kept, but not its functionalities.

Kind regards,
Angélica

[Juan Ignacio Saenz]

Hi Angelica!

Thank you very much for your answer. I write you from this my official account, the account with + df was for testing to reproduce the error.

The problem happens with all users when they try to comment on an issue via mail.
I had the problem before adding to the JSM site and since I can't fix it, I removed it.

What I have tried is to try to return to the initial configuration of the Incoming Mail and Mail Handlers, but it has not worked.
I have also created a connection with a gmail account but it doesn't work either.

Kind regards, 

Juan

[Angélica Luz]

Hi Juan,

Thank you for the details.

Here are some screenshots of the default configuration if you want to compare them with your settings: 

Handler params: createusers=false,senderEmail=no-reply@yourdomain.atlassian.net,stripquotes=true,bulk=ignore

Also, please, make sure the Email puller/Email processor is enabled (Cog icon > System > Global mail settings):

[Juan Ignacio Saenz]

Thanks a lot for the help Angelica!
I have everything loaded that way. What I have noticed is that after restoring a backup, Incoming Mail was misconfigured. And I don't know how to restore it as it was before. I think the error that I have comes from that side.
Do you know how to configure the incoming mail server as it was by default?

[Angélica Luz]

Hi Juan,

You can add a new incoming mail server using the following settings:

Name: Default Cloud Mail Server
Pick your preferred email service provider: Custom

Click on Add and on the next window, add the following:

Protocol: POP (Secure)
Host name: Cloud Email Handler
Username: jira@<yourdomain>.atlassian.net
Password: It can be anything, it’s not a “real” password since it’s not possible to access the inbox of the cloud mail server.
Port number: 995
Timeout: 10000

Please, take your time to test and let us know how it goes.

[Juan Ignacio Saenz]

Hi Angelica,

I've done exactly what you told me and it doesn't work. When I reply to an email sent by jira (notifications) it bounces it and the comment is not generated in the task. :(

regards, 

Juan

[Angélica Luz]

Thank you for testing, Juan.

I’m creating a ticket on your behalf so our support team can access and recreate the default mail handler on your site.

You will receive a notification about the ticket and soon someone will contact you.

[Juan Ignacio Saenz]

Thank you very much Angelica!